Using a digital, analytics-driven platform to enhance our client relationships and grow our business

1. STORIES
Using a digital, analytics-
driven platform to enhance
our client relationships and
grow our business
Reinventing
the client
journey

2. Copyright © 2022 Accenture. All rights reserved
Sharing richer
insights
Like all successful businesses,
Accenture strives to establish
strong, long-lasting relationships
with our clients so that we can
better serve their needs. A robust
cloud-based IT strategy enabled
us to introduce a single digital,
data-driven platform that
rejuvenates how we work with
clients and helps us realize better
business outcomes.
Over a period of years, Accenture
had accumulated a number
disconnected online and offline
tools for the various processes
involved in any customer journey.
The business knew it needed one
solution to better enhance and
integrate that journey.
Collaborating with our global IT
organization, our Global Sales and
Pricing Excellence team developed a
vision for a new solution known
as Manage mySales, based on
Salesforce.com. The solution
focused on digitizing how Accenture
sells by moving the entire sales
process online and improving overall
efficiency.
As the improved integration and
automation of Manage mySales
began to demonstrate greater
efficiencies, the Marketing and
Communications (M+C) organization
migrated to the new solution to share
contact and campaign information—
and their use continues to expand.
Before long, two additional areas
of our business—Quality and
Ecosystems—also adopted
Manage mySales.
Now, with shared access to the
same client data, our people can not
only benefit from the richer insights
of a “single source of the truth” but
also enjoy the powerful advantage
of being a data-driven organization.
In the past, our
customer relationship
journey relied on
systems that were
disconnected and
inconsistently used.
Today, by integrating
our leading practices
into Manage mySales,
our teams are better
able to share data and
use it effectively.
SARA PORTER
Managing Director—Sales & Pricing
Performance, Accenture
Call for change

3. Copyright © 2022 Accenture. All rights reserved
Meeting diverse
business needs
When tech meets human ingenuity
Here are some of the milestones in developing and launching Manage mySales:
Implement the foundation: Manage mySales is based on the
Salesforce platform using standard capabilities with customized
enhancements. Implementation of the “base” Manage mySales
solution involved bringing together sales data across numerous
applications to streamline, simplify and integrate the sales
management processes. Using a new cloud-based
infrastructure, the solution has full mobility and can be used
anywhere, anytime.
Actively encourage adoption: The initial introduction of
Manage mySales affected around 30,000 account team users.
To help this large number of users to become familiar with the
new solution quickly, we developed extensive training using job
aids and videos and social media tools to offer learning tips—
giving account teams the right level of support and
information they needed, when they needed it.
Enable insights: Laying an application foundation and building
comprehensive integration and automation created new
opportunities to transform business processes and make
previously unattainable insights available to account teams—all
of which is now leading to new, post-digital value. We built a
new business management application that provides a
comprehensive view of an opportunity and enables online, real-
time approval decisions. We implemented enriched core
analytics to make opportunity comparisons against key metrics
to see what’s happened, what’s changed and what’s projected
in the future.
Drive intelligent decision making: Initially, we launched
analytic sales capabilities to drive operational efficiencies. Now,
we are equipping our teams with predictive analytics to help us
make better business decisions. We aim to empower account
teams to move from insights to actions more quickly and
intelligently. For example, Einstein Analytics, a product of
Salesforce, enabled us to develop indicators, such as our Win
Probability Predictor, to help to predict the potential for deal
success, and enable sales teams to take strategic actions to
increase win probabilities. The model accurately predicts the
ability to win an opportunity with 97% accuracy—in less than
three seconds.
A single source of truth: Manage mySales has taken
the standard features of Salesforce beyond a customer
relationship management solution to provide data that is a
single source of truth across our core business functions.
And these capabilities are easily expanded.

4. Copyright © 2022 Accenture. All rights reserved
When tech meets human ingenuity
Copyright © 2022 Accenture. All rights reserved
In addition to our sales account teams, areas of the business taking advantage of
Manage mySales include:
Marketing
In 2011, the Marketing organization consolidated
more than 50 different databases into one using
Salesforce.com for all its contact and campaign
management.
In 2015, Marketing began sharing contact data
from its instance with Manage mySales and fully
migrated in 2017, enabling us to see the entire
client experience—from prospective client to loyal
customer. This 360-degree visibility enables client
account teams to be predictive and agile in their
response to clients’ changing needs. We have also
introduced a data quality initiative, to make sure
that contact information is complete and accurate,
built an index to measure key fields and created a
central team to support data management. Around
71% of all new contacts are created as Good or
Pass as a result of the data quality initiative and
78% of contacts are rated as Good or Pass in the
Contact Data Quality Index.
Marketing continues to expand Manage mySales’
capabilities through integrations: Oracle Eloqua,
offering marketing automation; Cvent, an enterprise
event management platform; internally developed
Integrated Planning & Campaign Tool to automate
the creation of marketing campaigns in Manage
mySales; Smart Rooms which provides secure
rooms for clients or for use by larger communities, as
well as custom objects developed to meet specific
Marketing and Communications business
requirements, such as a Client Nomination
functionality for events.
This robust data set feeds standard reporting and
dashboards as well as Tableau CRM Analytics Studio
dashboards.

5. Copyright © 2022 Accenture. All rights reserved
When tech meets human ingenuity
Quality/Client Satisfaction
As with the other areas of our business, historically
our client satisfaction activities were undertaken in a
standalone application. Prior to Manage mySales, extensive
housekeeping was required to keep account and client
information current across multiple applications.
The quality and sales team understood the synergies of
using a common contact repository where account and client
contact changes are maintained centrally and available in
real time.
Additional synergies included storing the outcomes at
the account and client contact level in Manage mySales and
making them easily accessible to sales, quality and account
team members—bringing the voice of the customer into view.
While keeping data entry at a minimum, Accenture is able to
share data and outcomes more easily and efficiently and
gain deeper and more robust insights..
Ecosystems
Another area that has benefited from the client lifecycle
data available from Manage mySales is our ecosystem team.
Responsible for all partnerships outside of Accenture (from
our longstanding relationships with SAP and Microsoft, to cloud
partners and providers), the ecosystems team works with these
partners to build and bring to market tailored solutions for clients.
For example, take our living workplace solution that brings
together technology (software and hardware) with human
ingenuity around the employee experience to make sure that the
workforce has the right solutions to deliver the right outcomes—
from hire to retire.
By drawing on the data collected by Manage mySales—input
from areas such as Sales, Quality/Customer Satisfaction and
Account Planning—the ecosystem team is able to generate
predictive analytic insights that help to inform where we target
our next ecosystem solutions to clients. Having one enterprise
store enables better applied intelligence and improves the
success of our campaigns—resulting in more
tailored solutions, improved client targeting and higher
conversion rates. This data analytic approach has contributed
to 38% growth rate in ecosystem-related business.
Accenture’s mission is to deliver on the promise of technology
and human ingenuity. And we match the technology innovations
of our ecosystem partners with smart Accenture people to help
clients reinvent their business.
We do this at scale, since we have hundreds of partners who
specialize in all manner of solutions that meet the needs of a
changing future. So much of our sales opportunities are about
timing and suitability.
With a common data store in the cloud, we can see what’s
happening and not only make better decisions for our own
organization, but also improve outcomes for clients.

6. Copyright © 2022 Accenture. All rights reserved
Driving better
business
outcomes
A valuable difference
Manage mySales delivers a “single version of
the truth” to meet the needs of our sales,
marketing, quality/customer satisfaction and
ecosystem teams via one platform.
Five key areas made the solution possible: bold
leadership and governance, strong partnerships
with cloud providers, continuous innovation and
rapid releases, a dedicated engagement model for
our account teams and strategic business and IT
collaboration within Accenture.
Our customer relationship management is more
robust and digitized. We’ve introduced streamlined
opportunity forms, online qualification and win
strategy tools and automated new business meeting
materials. And our account management has
enhanced intelligence. For example, account plan
analytics provide predictive insights into how to
achieve our sales plans.
In turn, business opportunities are undertaken more
efficiently and effectively, and analytics capabilities
offer insights that help drive decisions and,
ultimately, lead to better business outcomes.

7. Copyright © 2022 Accenture. All rights reserved
2K
Users across 50 countries with Wave
Analytics access.
8K
Account teams collaborating across
global and local clients.
98%
Adoption rate by marketers assigned to
named accounts using prescriptive
approach for strategy, segmentation,
execution and reporting insights.
72%
Decrease in data management support
as a result of streamlining to
a single Salesforce organization.
3x
Win rate on pursuits with strong versus
moderate deal qualification checklist
scores.
95%
Accuracy using win probability predictor
(non-win, withdraw or loss).
A valuable difference
Highlights of Accenture’s Manage mySales solution include:
Copyright © 2022 Accenture. All rights reserved

8. Copyright © 2022 Accenture. All rights reserved
Copyright © 2022 Accenture.
All rights reserved.
Accenture and its logo
are trademarks of Accenture.
About Accenture
Accenture is a global professional services company with leading
capabilities in digital, cloud and security. Combining unmatched
experience and specialized skills across more than 40 industries,
we offer Strategy and Consulting, Interactive, Technology and
Operations services — all powered by the world’s largest network of
Advanced Technology and Intelligent Operations centers. Our
699,000 people deliver on the promise of technology and human
ingenuity every day, serving clients in more than 120 countries. We
embrace the power of change to create value and shared success
for our clients, people, shareholders, partners and communities.
Visit us at www.accenture.com.
Contact
Lee Balan
Managing Director
Sales & Pricing Performance
Olga Gonzalez
Managing Director
Global IT
IT Research & Innovation
Shane Marshall
Managing Director
Global IT
Client & Market Technology
/lee-balan
/olga-gonzalez
/shane-marshall
Stephen Nicolls
Managing Director
Global IT
Client & Market Technology
Sara Porter
Managing Director
Sales & Pricing Performance
Stephanie Elliott
Senior Manager
Marketing + Communications
Marketing Salesforce Excellence Lead
/stephen-nicolls
/sara-porter
/stephanie-elliott